Keep track of your customer requests and issues by creating support cases in Microsoft Dynamics 365. When a customer contacts support with a question or problem, you can quickly check if there is an existing case or open a new case and start tracking the issue. You can also escalate, reassign, or put a case back into the service queue if you don’t have enough information or time to work on it.

Before you provide support, you can also check the customer’s entitlements. Entitlements are like contracts that tell you what kind of support a customer is eligible for. You can see if the support terms are based on number of hours or cases, support channel, or based on the product or service that the customer has purchased.